FAQ:

Shipping


How will PetMax deliver my order?
PetMax currently offers both Canada Post Regular Parcel and Xpresspost for all orders within Canada. For our customers in the United States, PetMax offers both Canada Post Expedited U.S. Business and Xpresspost USA. For our international customers we offer Canada Post Air Parcel and Canada Post Xpresspost International.

How long does Canada Post take to deliver my order?
On average, a Canada Post Regular Parcel will deliver within 2 days for all local orders, 3-5 days for regional orders, and 4-9 days for national orders. Canada Post Xpresspost will deliver by the next day for all local orders, 1-2 days for regional orders, and 2 days for all national orders.

How are shipping costs calculated?
Shipping costs are calculated based on the weight and dimensions of the box(es) that are being
shipped and the destination to which the order is being delivered.

When are the shipping costs calculated?
Once you proceed through the checkout process the shipping costs will be calculated. This is because in order to determine the correct amount we first need your Postal code or Zip code.

How long does it take for PetMax to ship out my order?
PetMax strives to ship all orders within 1-3 business days of your purchase. If PetMax cannot meet this deadline due to unforeseen circumstances a customer service representative will contact you.

How will I know when my order has been shipped?
PetMax will send out a confirmation email informing you that your order has been shipped along with a Canada Post tracking number.

Will I be able to track my order?
Yes, Canada Post provides a tracking number for all parcels. This allows you to know where your
package is every step of the way.

Does PetMax Ship Across Canada?
Yes, PetMax ships to all Provinces and Territories, including P.O. boxes and rural route addresses.

Does PetMax Ship To The United States?
Yes, PetMax does ship to the United States although shipping costs will be substantially higher.

Returns


PetMax will accept returns within 15 days of your purchase. All returned or exchanged item(s) must be in it’s original packaging with all original tags. In the event that your order needs to be returned or exchanged, you the purchaser, are responsible for the return postage. Upon the arrival of a returned product, your chosen method of payment will be credited with the exception of the original shipping charges.

To return or exchange a product you must submit a claim via the Contact Us: http://www.petmax.ca/contact page.

A customer service representative will then review your claim and contact you shortly. Once the
request has been approved the customer service representative will provide you with a Return
Approval Identification Number (RAIN). Your unique RAIN code will only be valid for an additional 15 days with no extensions or reissuing.

PetMax will not accept any of the following items for return for hygienic reasons -
Grooming Products:

Pet Products:


Where do I return products to?
PetMax
45 Nebo Road, Hamilton
ON, Canada
L8W 2C9

What is a RAIN code?
RAIN is a Return Approval Identification Number. In the event you need to return or exchange a
product a customer service representative will provide you with a Return Approval Identification
Number which MUST be included on the shipping label with the address listed above.

Is a Return Approval Identification Number mandatory for Return or Exchange?
PetMax cannot guarantee that you, the customer, will receive full credit or a replacement product
without providing a RAIN code. Once you have received a your unique RAIN code it is only valid for an additional 15 days after which there are no extensions or reissuing.

Defective Merchandise


Sometimes products can have manufacturer’s defects. We here at PetMax understand that this
may occasionally happen. If our customer service representative deems the product to have a
manufacturer's defect, PetMax will cover the cost of return postage (Canada Post Regular Parcel Only) and replace the same product at no additional charge and ship it back to you.

Please submit all Defective Merchandise Claims through the Contact Us page: http://www.petmax.ca/contact
The claim will then be reviewed by a Customer Service Representative who will then contact you
shortly.

Does PetMax pay the return shipping cost for defective products?
Yes, PetMax will cover all return shipping charges on defective merchandise limited to Canada Post Regular Parcel Shipping only. Once the defective merchandise has been received we will ship out the replacement product at no additional charge.